Michael Hill

I had the WORST customer service experience EVER at this location. I know, I know you want to know how I gave it 4 stars (hurry up stupid get to the point). This is why I put in a complaint on the website about an associate and bad experience, never did that before and the DISTRICT MANAGER called me O_​O yes you read right. Corporate office called me yall, all because this guy (Glen) was horrible so sometimes it pays to complain.
Story is this I come in my normal location is in Harlem Mall but that drive is far so I decide to ride the train since Water Tower is close to job (work in Loop). Took me 30 min to get there came in saw a lady by watches with customer stood politely she acknowledged me and whispered to someone in back to come up. She said I heard her «oh you’re eating don’t worry I got her» looked at me and said one moment please. I said ok at that point I’m thinking I will be late but it’s all good I can wait.
I hear the guy say I got it… I got it… comes from the back wipes his mouth with napkin still chewing and he says «Hi how can I help? «I am like OK… he literally swallows something as he was standing there. I just played it off hey we all have to eat you know, hand him my ring he takes it and looks at it… then at me…(paused) then back at the ring. A stone was missing from it this is my wedding ring, I have all my paperwork on warranty (lifetime on diamonds). He flat out tells me no where is the maintenance paperwork?
I say «I don’t need a maintenance agreement a diamond feel out I need repair.» He says NO! Look you have to have the maintenance agreement to get your ring fixed; the warranty is for loss or theft. HUmm (thinking what did he eat a stupid sandwich) I go that is the reverse I think, he says look NO its NOT let me show a receipt so you don’t think I’m lying…(walks gets someone actual receipt and shows to me).
He says look this is a receipt with the maintenance agreement see he says slowly MAIN-​TENAN-​CE AGREE-​MENT you need this. I flip over my warranty certificate and the back says «lifetime warranty on diamond loss due to normal wear and tear» …I READ IT TO HIM OUTLOUD but I was polite and not a jerk like him.
He looks at me (ladies and gentlemen this is when I almost lost it) He says I don’t know WHAT that is (me thinking really it’s a warranty certificate) you need to take it to Harlem and let them deal with it. OH NO YOU DIDN’T (ok so I didn’t say that I just gathered my things asked for his name GLEN, still said thank you and walked out).
In conclusion the regional manager called me twice I spoke to him he said that he was so sorry the salesman was WRONG I was right go in we will replace the diamonds, redo the rhodium all that for no cost we wrote that guy up, he said that Glen should know better it’s just not good business.
The store manager called me also just to make sure the regional did, took them 3 days got the ring back looks brand new they have a life-​long customer. When I went in to drop off I saw Glen he did not apologize or anything but who cares the manager took care of me and that’s all that matters. I went to pick up and he was not there so hopefully they let him go. One rotten apple won’t spoil this bunch the other salesmen and saleswomen are wonderful there.
I would definitely recommend them the rest are very nice and professional. I am now a lifetime customer and have bought other things won’t go anywhere else even if it’s cheaper. Will get a custom piece once it’s my 10yr and spend the big bucks since they do that too. The prices are really good for a mall jeweler which is not Tiffany’s so don’t go up in there thinking it is (in-​other-​words acting all snooty). If you see Glen though steer clear of him, for now anyway… he needs some more training.

This store was great! They have a wide variety of prices and the sales people are great. They are good at their job and giving personal time to everyone. They also know the product, just ask them about the bling they’re wearing.
Just make sure to barter a bit like at anyplace, they are definitely flexible with their pricing.